Loans for people with low income

Treating Customers Fairly (TCF) Policy

Last updated: June 2026

Treating Customers Fairly (TCF) is a core part of how 1st‑Loan operates. Although the FCA Consumer Duty is now the primary standard for customer outcomes, the principles of TCF remain central to our culture, processes and decision‑making.

1. Purpose of this policy

This policy explains how we ensure customers are treated fairly throughout their interactions with us. It applies to all staff and all stages of the customer journey, from initial enquiry through to lender introduction and after‑sales support.

2. Our commitment to fairness

We are committed to acting in good faith, avoiding foreseeable harm and supporting customers in making informed decisions. Fair treatment is embedded in our culture, training and day‑to‑day operations.

3. Relationship with the Consumer Duty

The FCA Consumer Duty (PRIN 12) sets a higher and more outcomes‑focused standard than the original TCF framework. We use TCF principles to support our Consumer Duty obligations, ensuring that:

  • Customers receive clear and understandable information
  • Products introduced are likely to meet customer needs
  • Customer support is accessible and responsive
  • Vulnerable customers receive appropriate care

4. The six TCF outcomes

We align our processes with the FCA’s six TCF outcomes:

  • Outcome 1: Fair treatment is central to our culture
  • Outcome 2: Products and services meet the needs of our target customers
  • Outcome 3: Customers receive clear, fair and not misleading information
  • Outcome 4: Advice (where provided) is suitable — although we do not provide advice
  • Outcome 5: Products perform as customers expect
  • Outcome 6: Customers do not face unreasonable post‑sale barriers

5. Our role as a credit broker

1st‑Loan is a credit broker, not a lender. We introduce customers to lenders who may be able to offer commercial finance products. We do not provide financial advice or recommend specific products.

6. Understanding customer needs

We gather sufficient information to understand the customer’s requirements and circumstances. This helps us introduce them to lenders whose products may be suitable for their needs.

7. Clear and transparent communication

We ensure that all information provided to customers is clear, fair and not misleading. This includes:

  • Explaining our role as a broker
  • Providing accurate information about finance options
  • Highlighting key risks and responsibilities
  • Disclosing commissions where required

8. Vulnerable customers

We follow FCA FG21/1 guidance on vulnerable customers. Staff are trained to identify signs of vulnerability and provide additional support where needed, including:

  • Adjusting communication methods
  • Allowing extra time for decision‑making
  • Checking understanding throughout the process
  • Escalating concerns to senior staff

9. Conflicts of interest

We identify and manage any potential conflicts of interest to ensure they do not negatively impact customers. Staff must disclose any potential conflicts immediately.

10. Customer support and aftercare

We provide accessible support throughout the customer journey. Customers can contact us at any time with questions or concerns, and we respond promptly and professionally.

11. Complaints handling

Complaints are handled in line with our Complaints Policy. We treat all complaints seriously and use them to improve our processes and customer experience.

12. Monitoring and quality assurance

We monitor customer interactions, lender feedback and customer outcomes to ensure we meet TCF and Consumer Duty standards. Any issues identified are addressed promptly.

13. Continuous improvement

We regularly review this policy and our customer processes to ensure they remain aligned with regulatory expectations and deliver good customer outcomes.